Starting a WhatsApp conversation
You can start a WhatsApp conversation with someone from the inbox — you don’t have to wait for them to message you first. A client calls asking for information or a document; your team opens a thread and sends the first message. Because of a WhatsApp rule, that first message has to be an approved template — this page explains why, and how the composer walks you through it.
The template-first rule (why the first message is a template)
WhatsApp only lets a business send free-typed messages and documents to someone within 24 hours of that person’s last message to you (the 24-hour reply window). When you start the conversation, that window isn’t open yet — the person hasn’t messaged you — so WhatsApp requires the opening message to be a pre-approved template.
In practice:
- To start a conversation: you must pick an approved template (an “opener” — see below). You can’t free-type the first message.
- Once the person replies: the 24-hour window opens, and you can send free-typed replies and documents/files until it closes again.
Start a conversation
- In the WhatsApp module, choose Start conversation.
- Pick the recipient. Search your CRM contacts and choose one — its phone number fills in automatically — or type a new name to create a contact on the spot. You can also just enter a phone number directly in the phone field.
- Choose the sending number — only shown if your workspace runs more than one WhatsApp number; otherwise your default number is used.
- Choose an approved template and fill in its variables (see the composer below). A preview shows exactly what the customer will receive.
- Send. Novex finds or creates the contact, sends the opener, and opens the new conversation thread for you.
The template composer
Whether you’re starting a conversation or sending a template into an existing thread, the composer is the same:
- Search and preview templates. Type to filter your approved templates by name, category, or wording. As you move through the list (mouse or arrow keys), a live preview shows the highlighted template’s full message before you pick it — so you’re never committing blind. Each row is tagged with its language (EN/AR) and category (Marketing / Utility / Authentication).
- Fill the variables. Each
{{1}},{{2}}… slot gets its own field. Where the template author set friendly labels (for example “Customer name”), you see those; otherwise you get a plain label plus a snippet of the surrounding message so you know what belongs there. - See what the customer receives. A live bubble renders the message with your typed values filled in as you go.
- Send tells you when it’s ready. The Send button stays disabled — and says why (“choose a template”, or “fill N variables”) — until every variable is filled, so a half-finished template can’t go out.
- When the reply window has closed inside a thread, the composer opens ready for you, because a template is the only thing that can be sent at that point.
Opener templates
An opener template isn’t a special kind of template — it’s simply one of your approved message templates, used as the first message of a conversation. A few things to know:
- They must be approved by Meta first. Submit and track templates from the Templates area of the WhatsApp module; only templates with Approved status can open a conversation.
- They carry variables. Templates use
{{1}},{{2}}… placeholders you fill at send time, so one opener works for many customers. - You can’t free-type an opener. That’s the WhatsApp rule above — only an approved template can start the thread.
After the customer replies
Once the person replies, the 24-hour window opens and the conversation behaves like any other inbox thread: your team can send free-typed replies and documents, images, or PDFs until the window closes again. From there, link the conversation to a person, client, or lead so the history sits with the rest of that record.
Tips & limits
- Starting a conversation needs a connected WhatsApp account and at least one approved template — see WhatsApp Business.
- Get openers approved ahead of time; template approval can take from minutes to ~24 hours depending on category.
- The preview is exactly what sends — check it before you press Send.